THOUGHT FOR THE DAY

Experience

“Nothing is a waste of time if you use the experience wisely.” - Auguste Rodin

TOPIC OF THE DAY

The Service Provider–Customer Paradox
We are seeing a paradox in customers’ relationships with their service providers, such as banks, utilities, and wireless carriers. In 2010, for the first time in six years, the percentage of consumers who switched service providers as a result of poor service (64 percent) declined, rather than increased, according to the annual Accenture Global Consumer Survey.

That finding reverses a five-year trend in which the number of consumers switching providers had risen steadily, from a low of 49 percent in 2005 to a high of 69 percent in 2009. The latest figure also seems to contradict the fact that satisfaction with customer service has decreased since 2009 in every one of 11 characteristics measured—from having customer service available at convenient times to accessing service through multiple channels. In short, customers expect more from their providers but think they are getting less.

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